Customer Complaints

Complaints

When gambling at any online casino, you might experience some issues. If you are experiencing any issues with TradaCasino regarding Payment, Bonuses, Software, Deposit, Accounts or other, our highly trained customer service team will do their utmost to resolve it for you via live chat or support@tradacasino.com. If you feel that your issue has not been resolved to your satisfaction, we invite you to contact a member of our senior management team directly on rachel@tradacasino.com. We promise to respond to your query within 24 hours, 7 days a week.

A 'Complaint' means a complaint about any aspect of our conduct or licensable activities. If You have any Complaint with regard to any outcome in the Casino, You must submit a Complaint to us either via email to support@tradaCasino.com or via LiveChat or in writing to TradaGames (Jersey) Limited, Charter Place, 23-27 Seaton Place, St Helier, JE1 1JY, Jersey. All Complaints will be acknowledged within 1 business day of receipt. The acknowledgement shall inform You of your Complaint Reference and who will be managing Your Complaint.

A 'Dispute' is any Complaint which is not resolved at the first stage of the complaint and relates to the outcome of the complainant's gambling transaction. Once a final decision has been made, a notification will be sent to your preferred method of contact. Only once TradaCasino's full complaints handling procedure has been followed and completed, can you seek external resolution from an Alternative Dispute Resolution entity (ADR).

UK Player

As TradaCasino is regulated by the UK Gambling Commission, all UK Customers have the right to seek External Resolution of Disputes by an external ADR. IBAS will act as the ADR for TradaCasino in respect of all UK players. Complaints can be submitted via the IBAS claim wizard and for help or assistance the ADR management team can be reached at adjudication@ibas-uk.co.uk

The UK Gambling Commission will not handle any complaints in accordance with TradaCasino's Complaints Handling Policy relating to UK Customers. The nominated ADR will act as an ADR in respect of UK Players only and will require contact with TradaCasino and may require access to documents and information pertaining to a Complaint in the event that a Customer refers their Complaint for External Resolution. Any and all such interactions between the ADR and TradaCasino shall take place via the Money Laundering Reporting Officer (MLRO). Any and all requests made by the ADR for evidence or information, whether written or oral, shall be answered within five (5) business days, subject to the approval and authorisation of the MLRO who shall ensure that said request is reasonable and pertinent given the nature of the Complaint

Non UK Players

Non UK customers have the right to seek External Resolution of Complaints by an external ADR, if they are not satisfied with the outcome resulting from this Complaints Handling Procedure.

The POGG will act as the ADR for TradaCasino in respect of all non UK players. Complaints can be submitted via online form and for help or assistance the ADR management team can be reached at webmaster@thepogg.com.